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The Product Support Analyst is to work directly with internal/external clients to identify, diagnose, and resolve both business and technical problems with United Wholesale Mortgage information technology products.

WHAT YOU WILL BE DOING:

• Works diligently across the life of a ticket to receive, solution, resolve, and close tickets within the appropriate SLA milestones.
• Receive inbound and place outgoing calls to internal/external clients
• Work closely with product development teams gaining continued knowledge of UWMs products and platforms
• Sense of urgency must be always demonstrated
• Logging all client interactions in a ticket tracking system
• Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue
• Continue learning new technologies and product related processes
• Document reoccurring processes
• Positions yourself as the key translator between technology teams and business teams when troubleshooting issues.

WHAT WE NEED FROM YOU:

• One year mortgage knowledge

• Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused.

• Identifying and understanding the clients product related needs to quickly resolve them.

• Ability to multi-task, prioritize, and quickly solve any problems that arise

• Ability to clarify the clients issue and track appropriately within our in-house systems.

THE PLACE & THE PERKS:

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? Its all happening on UWMs campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

Its no wonder that out of our six pillars, People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other, our clients and our community. Whether its providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, youll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, youll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons youll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physicians office, full-time massage therapist and hair salon?
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor caf with Wi-Fi

DISCLAIMER:
All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting Apply for this job online you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.